AI, Automation, Analytics: Prescription for Healthcare Success

Published on: March 20, 2025

Author: Robin Gareiss, CEO and Principal Analyst Not available for licensing. Metrigy’s latest global CX research shows little doubt that AI is an accelerator for innovation in healthcare. Slightly more than 62% of participating healthcare CX leaders see the use of AI-based products as an accelerator for innovation at their companies. For customer service in particular, 55.6% of healthcare companies say better use of AI leads to improvements. However, there’s a flip side: Improper use of AI negatively impacts customer service for 60%. CX leaders must get this right!
Table of Contents
  • Speeding the Pace of Innovation with AI
  • AI Spending on the Rise
  • AI, Automation Fueling CX Transformation
  • AI Makes Support, Resolution Easier, Quicker
  • Generative AI Coming Into Play
  • Driving Value Through Conversational AI & Predictive AI
  • AI Lending Agents a Helping Hand
  • AI to Improve Supervisor Experience
  • AI Brings Value to Customer Feedback Programs
  • Tracking Success & Establishing Excellence
  • Recommendations for CX Leaders


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